AFTER OFFICE HOURS

These issues would of course require our prompt attention during normal working/business hours. Please report all such issues in writing to your relevant Property Manager.

You must always first attempt to contact the Property Manager on call on6380 2200 to report the fault and seek their instruction. (After hours your call will initially be received by a messaging service).

We cannot guarantee our Property Manager will be available after hours, therefore, when you are faced with an emergency situation and you have contacted The Property Exchange on 6380 2200, and if you do not receive a response within a reasonable timeframe from our on-duty Property Manager – only then can you engage a contractor in an emergency.

PLEASE REFER TO OUR INSTRUCTIONS BELOW:

Hot Water System stops working or not working upon arrival

Gas Hot Water System

Check that the pilot light is on. Have you checked the meter box that the gas is switched on?

You can seek telephone guidance from one of our plumbers listed. If still not working and a fault is evident you can call one of our plumbers listed

** Please note that if no fault is found or a simple process that could have been completed by you as the tenant would have alleviated the issue, i.e. lighting the pilot light, you as the tenant will be liable for payment of the account.

Electric Hot Water System

Check that all switches are turned to ON in the electrical meter box. If they are not switched on please switch them back on and check if the hot water system is now working

You can seek telephone guidance from one of our electricians listed. If still not working and a fault is still evident you can call one of our electricians listed

** Please note that if no fault is found or a simple process that could have been completed by you as the tenant would have alleviated the issue, you as the tenant will be liable for payment of the account.

Blocked Toilet

If there is only one toilet on the property and it is unable to be used at all, please call one of our plumbers listed.

** Please note that if the fault is as a result of tenant negligence i.e. hair blockage or foreign object in drain, you as the tenant will be liable for payment of the account.

Gas Leak or Burst Water Pipe

If you have a burst water pipe you must turn off the water mains immediately. Please contact one of our plumbers listed.

If you have a gas leak, please turn off the gas at the mains immediately.

Please then contact Alinta Gas Faults on 13 13 58 or if they are unable to assist, please call one of our plumbers listed.

No Power

Have you paid your power bill?

Contact Synergy on 13 13 53 to see if there is a fault in the area

Has your RCD’s tripped? – Switch RCD back on, RCD trips again?

If turning the RCD back on does not alleviate the issue you must then try:

Turn off all RCDs in the meter box (leave off)

Then go through the whole house and unplug all appliances from the power points. Make sure switches are all in the off position

Go back to meter box and turn back on all RCDs one at a time

Then one at a time, plug back in each appliance and turn on at the power point.

** This may resolve the issue, or you may find the for example that when you plug in your fridge – this then trips the power. Therefore being a fault with the fridge.

Completing the above processes may save you being liable for paying an electrician’s invoice, if it is one of your appliances tripping the RCD or simply a matter of switching back on your RCD

All above scenarios completed and there is still an issue you can call one of our electricians listed

** Please note that if no fault is found or a simple process that could have been completed by you as the tenant would have alleviated the issue, you as the tenant will be liable for payment of the account.

Severe Storm Damage

If a person is injured call an ambulance on 000

Contact the Property Management Team 6380 2200

Call SES (State Emergency Services) on 1800 199 084

If there are burst water pipes turn off the water mains and call one of our plumbers listed

If there is electrical damage turn off the electrical mains and call Western Power 13 13 51 or one of our electricans listed

If there is water damage to the carpets call our suggested water extractor companies listed

If there is any structural damage to the house, flooding or electrical problems do not stay in the house

Your Property Manager will contact the building insurer the next business day who will send an assessor to attend to any structural repairs

Break In

Contact your local police station and report the break in immediately

The police will give you a police report number – you must provide this report number to The Property Exchange the next business day. If a police report number is not available to the lessor for insurance purposes, you the tenant may be liable for the cost of the repairs

If the property isn’t secure (broken glass or lock – now classified as an Emergency) call the after-hours number 6380 2200

If for some reason you are unable to speak to your Property Manager or do not have a return call within a reasonable period of time you may contact one of the glaziers and/or locksmiths listed

You may instruct the glazier and/or locksmith to forward the invoice directly to our office. If you paid the invoice while the contractor was on site, please forward the invoice to your Property Manager

Impact to Building by Vehicle

If a person is injured call an ambulance on 000

Contact the Property Management Team 6380 2200

Call the police and obtain a police report number

Call SES (State Emergency Services) on 1800 199 084

If there are burst water pipes turn off the water mains and call one of our plumbers listed

If there is electrical damage turn off the electrical mains and call Western Power 13 13 51 or one of our electricians listed

If there is water damage to the carpets call one of our suggested water extractor companies listed

If there is any structural damage to the house, flooding or electrical problems do not stay in the house

Your Property Manager will contact the building insurer the next working day who will send an assessor to attend to any structural repairs

Malfunctioning Refrigerator – belongs to Lessor and part of tenancy

If a fault occurs with the fridge at the property and this is included as part of the tenancy, you can call Ed The Fridge Man 9457 5956

Power Lines Fallen Down

Call Western Power immediately on 13 13 51

Fire

Leave the house and call 000 immediately

IMPORTANT NOTES

If you choose to go ahead with a repair that is not classified as an emergency then the lessor is not obliged to pay for any expense incurred

Damage or loss caused by you or a visitor to the property is not claimable from the lessor/agent

We highly recommend tenants have their own contents insurance as the lessor’s building insurance does not cover the tenant’s personal belongings